Shuffle Casino - プレイヤーの撤退が遅れています。

I have been waiting for 2,5 months for my withdrawal and when I contact them they say "Hi there, The compliance team is currently reviewing your verification submission. Once this is complete we will reach out to you."

And this is only the times they respond, if I answer the message the stop responding. This is just a weird way to treat their customers and the casino seems shady.

Dear kahsayluwam7,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustration you are facing with your withdrawal request. I understand how this situation can feel unsettling, especially with the lack of clear communication.

To better understand the details of your case and help us investigate further, could you please provide the following information?

• Could you confirm the exact date when you initially requested the withdrawal?
• Have you submitted all the requested documents for verification, and if so, could you provide a list of the documents you’ve submitted?
• Have you received any confirmation or update from the casino regarding your verification status apart from the generic responses from the compliance team?
• Can you share any additional communication you have had with the casino, such as email threads or chat transcripts, including any responses where they mentioned the status of your request?

Please forward any relevant documentation or correspondence you’ve had with the casino to petronela.k@casino.guru to help us better assess the situation and communicate more effectively with the casino on your behalf.

Your cooperation is critical for us to proceed with this case and resolve the issue. Without the requested details and your input, we may not be able to move forward or advocate for a solution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

17/10/2024 was the day I requested the withdrawal, and I have submitted all the requested documents including a live check. My account is fully verified as you can see in the attached photo.

Hi kahsayluwam7,

Thank you for sharing the details and the attached photo confirming your account verification.

To help us assist you more effectively, could you please clarify a few additional points:

• What is the exact amount of the disputed withdrawal?
• Could you provide a screenshot of the pending withdrawal in your casino account, if available?
• Were the winnings you’re withdrawing accumulated with or without the use of a bonus?

Once we have this information, we’ll reach out to the casino on your behalf to help resolve this matter as soon as possible.

Thank you for your cooperation, and I look forward to your reply.

Hey, yes I used a bonus when I won.

Thank you very much, kahsayluwam7, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello kahsayluwam7, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Shuffle Casino to join the conversation and participate in the investigation of the case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual?

Thank you for your patience and cooperation in advance.

This player has attempted to abuse our First Time Deposit offer and violated our Terms of Service. We have reserved the right to hold onto the bonused funds until our investigation is complete.

Dear Shuffle Casino, thank you very much for your reply.

While I appreciate that investigation can take a while as it needs to be thorough, the request for withdrawal was made over three months ago. We believe this is an ample time to look through the case and make a final decision.

Could you please have another look and let us know of the results? As always, any proof solidifying your decision that contains sensitive data can be e-mailed to me directly via matej.l@casino.guru.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Matej

Thanks for following up and providing an extension.

We've sought further KYC information from this user. Note that we reserve the right to KYC per our Terms of Service.

Thanks.

Thank you for keeping us updated.

kahsayluwam7 could you please let us know once you provide the requested KYC documents?

Shuffle Casino can you please speed up the process, so we can resolve this issue as fast as possible without any more unnecessary delays?

Thank you.

I have uploaded the KYC document 🙂

Thank you fro the prompt response! Let's hope Shuffle Casino can deal with the procedure on their end in similar speed :)

This user's funds have been withdrawn.

Hello kahsayluwam7, can you please confirm that you have received all the money and whether everything has been settled?

Thank you.

Yes they finally sent it, thank you very much for the help Matej!

Dear kahsayluwam7,

I'm happy to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru